Support Centre Manager

Job Overview:
We are seeking a results-driven Support Centre Manager to lead and optimize our customer support operations. This role is critical in ensuring the delivery of exceptional customer service by managing team performance, streamlining processes, and leveraging data-driven strategies. A strong focus will be placed on optimizing key call center metrics and exploring the integration of AI tools to enhance efficiency and customer satisfaction.
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Key Responsibilities:
• Lead, manage, and mentor the support team to deliver high-quality customer service across all channels (phone, email, chat, etc.).
• Monitor and continuously improve core support center metrics, including:
o Average Response Time
o Average Time to Close
o Customer Satisfaction Score (CSAT)
• Analyze performance reports and implement strategies to improve support operations and team productivity.
• Collaborate with cross-functional teams (e.g., Product, IT, Sales) to address recurring customer issues and enhance support delivery.
• Develop and enforce support center policies, procedures, and SLAs.
• Identify training needs and coordinate coaching programs for support agents.
• Drive the adoption of new tools and technologies, including the exploration and application of AI-based support solutions such as chatbots, sentiment analysis, and predictive ticket routing.
• Ensure compliance with data protection and confidentiality regulations.
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Job Requirements:
• Proven experience (3+ years) in managing a customer support center or call center, preferably in a fast-paced, high-volume environment.
• Strong background in optimizing call center metrics and using KPIs to inform strategy and performance management.
• Demonstrated ability to lead teams and implement operational improvements that enhance customer satisfaction and efficiency.
• Excellent analytical, problem-solving, and decision-making skills.
• Experience with AI-driven support tools (e.g., automated ticketing, AI chatbots, virtual assistants) is a strong plus.
• Proficiency with CRM and support tools (Experience in using Intercom is highly preferred)
• Strong communication, interpersonal, and leadership skills.
• Bachelor's degree in Business Administration, Operations Management, or a related field
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What We Offer:
• A dynamic and collaborative work environment
• Opportunities to work with cutting-edge AI support technologies
• Competitive salary and performance-based bonuses
• Professional growth and training opportunities

How to Apply:
Please email and submit your CV and Portfolio with the Subject line “Support Centre Manager ” to ---------- .